Patient Access Call Center Manager

Remote Jobs; Louisville (KY); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

401k

PTO

Medical insurance

Dental

Vision

Tuition reimbursement

Employee Assistance Program

Job summary

Access Point, a division of Lifepoint Health, is seeking a Call Center Manager to lead a team of patient-facing call agents in the United States. The role emphasizes training, monitoring, mentoring, and handling escalated calls to drive quality and performance.

You will onboard new staff, monitor metrics like wait times and abandonment rates, and ensure tools and processes are current to support our clients.

Qualifications

• 3+ year's management experience including hiring, training, coaching and discipline required.
• 3+ years call/contact center management experience, focusing on inbound and outbound call programs.
• Healthcare image scheduling experience preferred.

Responsibilities

• Oversee daily team activities and performance metrics.
• Onboard new employees and bring them to full capability.
• Monitor wait times, abandonment rates and client service quality.
• Resolve problems and handle escalated calls with professionalism.
• Coach, train, and review the team regularly.
• Ensure tools and procedures are current and accessible for staff.
• Promote a collaborative, improvement-focused team culture.

Skills

Call center management

Team leadership

Training & coaching

Performance monitoring

Healthcare domain

Job description

Access Point, a division of Lifepoint Health, is seeking a Call Center Manager to lead a team of patient-facing call agents in the United States. The role emphasizes training, monitoring, mentoring, and handling escalated calls to drive quality and performance.

You will onboard new staff, monitor metrics like wait times and abandonment rates, and ensure tools and processes are current to support our clients.